[Aug-2024] Latest Cisco 820-605 exam dumps and online Test Engine
Cisco 820-605: Selling Digital Transformation Specialist Products and Solutions
NEW QUESTION # 40
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C. The accelerated pace of innovation in the era of the Internet of Things confuses many customers.
A CSM helps sales position the right technologies that will accelerate success for their business. - D. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
Answer: D
NEW QUESTION # 41
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
- A. Provide customers with relevant use cases for the purchased solution.
- B. Clarity roles and responsibilities with the stakeholders.
- C. Ensure that the customer knows the point of contact for product training.
- D. Share the company's organizational chart with the support team.
Answer: B
NEW QUESTION # 42
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 43
Which factor delays time to value?
- A. negative Net Promoter Score
- B. unrenewed Success Plan
- C. unpaid invoice
- D. loss of project sponsor
Answer: D
NEW QUESTION # 44
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize a digital engagement so all your customers experience the touch of customer success.
- B. Utilize people to focus your customers in a 1 many customer success experience.
- C. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
- D. Utilize the service team to form a larger internal team to lead the engagement.
Answer: A
NEW QUESTION # 45
What is Quarterly Success Review?
- A. new success plan that focuses on the upcoming goals for the customer.
- B. gap analysis that focuses on the state of the customer's current architecture.
- C. technical analysis that outlines the implementation plan and adoption barriers.
- D. a conversation that outlines key initiatives that are agreed upon in the success plan.
Answer: D
NEW QUESTION # 46
What is the purpose of targeted use cases?
- A. They define how a solution is applied to enable a desired outcome.
- B. They highlight the product differentiation from a competitor.
- C. They function without the purchase of additional services.
- D. They provide customers with ways to take advantage of additional features.
Answer: A
NEW QUESTION # 47
Which task drives advocacy with customer stakeholders?
- A. creating a success story
- B. creating a Customer Success Plan
- C. creating a stakeholder map
- D. creating technical documentation
Answer: A
NEW QUESTION # 48
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company A?
- A. Observe net promoter scores and how likely the customer is to recommend the products to someone else.
- B. Perform a marketing campaign and share the roadmap of new products.
- C. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
- D. Provide recommendations for training or suggest new features based on data analysis.
Answer: D
NEW QUESTION # 49
What is a barrier to adopting software tools?
- A. limited resources
- B. recurring cost
- C. organization size
- D. commercial decision
Answer: A
NEW QUESTION # 50
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. KPI that will be improved by the new product solution
- B. product use case that will achieve the desired outcome
- C. current configuration guide of the product solution
- D. current existing products that are being displaced by the solution
Answer: B
NEW QUESTION # 51
Why is it convenient to tie business outcomes and the customer value proposition?
- A. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
- B. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
- C. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
- D. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
Answer: A
NEW QUESTION # 52
Your client, the Director of IT Policy and Governance of Eastembank has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago The client has requested a meeting to improve the situation Which reports are critical to the success of the meeting?
- A. network utilization, number of meetings user initiated, number of users
- B. number of users registered, bandwidth utilization, number of training sessions user joined
- C. number of users registered, service logs, number of users
- D. number of users registered, number of meetings user initiated, number of meetings user joined
Answer: A
NEW QUESTION # 53
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company B?
- A. Observe the net promoter scores and how likely the customer is to create a success story.
- B. Perform a marketing campaign and design a roadmap of new products.
- C. Provide recommendations for training and offer scripts for learning products.
- D. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
Answer: D
NEW QUESTION # 54
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. organization chart discussed
- B. stakeholders identified
- C. account relationships identified
- D. desired business outcomes discussed
- E. network diagrams discussed
Answer: B,D
NEW QUESTION # 55
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
- A. Determine if there has been a change in resourcing or stakeholders.
- B. Sell additional training to the customer.
- C. Review priorities from the Success Plan with customer leadership.
- D. Offer upfront discounts and secure the business for as many years as possible.
- E. Introduce new features that have been recently enabled within the product.
Answer: A,C
NEW QUESTION # 56
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B. Have the CSM define how value should be measured at the end of the contract period.
- C. Have the CIO define a clear IT strategy and implement the suggestions immediately.
- D. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
Answer: D
NEW QUESTION # 57
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Measure the number of complaints raised by students
- B. Combination of tailored surveys and IT tools-based metrics
- C. Twice yearly student and staff surveys with two questions related to IT
- D. Implement staff Super Users to provide feedback
Answer: B
Explanation:
You would need to measure complaints by both student and staff, not just the complaints by the students.
NEW QUESTION # 58
Which definition of customer success is true?
- A. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
Answer: B
Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/
NEW QUESTION # 59
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. initial user group identified and their use cases confirmed
- B. additional features that will align with the business outcomes
- C. service introduction to confirm that they know how to submit service issues at the go live
- D. customer's stakeholders and their business outcomes
- E. Quarterly Success Review build and delivery
Answer: C
NEW QUESTION # 60
Which expense is an operating expense (OPEX)?
- A. software
- B. office improvements
- C. payroll
- D. computer equipment
Answer: A
NEW QUESTION # 61
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. operational
- B. data
- C. technical
- D. business
Answer: A
NEW QUESTION # 62
Drag and Drop Question
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 63
......
New 2024 820-605 Test Tutorial (Updated 152 Questions): https://www.braindumpspass.com/Cisco/820-605-practice-exam-dumps.html
Reliable 820-605 Exam Tips Test Pdf Exam Material: https://drive.google.com/open?id=1JgdQq60PH7VVwqRyJXtDnY1zyOr_GdjX
